I want my agents access to be altered while working on the tickets. How do I go about this?

Modified on: Fri, 29 Jun, 2018 at 6:19 AM

We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible. To read about this feature on Freshdesk Mint, refer to this article instead

This feature is currently not available on Freshdesk Mint.

This feature is not available on the old Freshdesk.

Applicable plans

SproutBlossomGardenEstateForest

In Freshdesk, you can control both aspects of an agent's activities - what they can see, and what they can do. You can create special privileges and profiles for agents to control what they do with Agent Roles (you can even create custom roles, if you're on the Estate/Forest plan) and you can control what agents can see with Ticket Scope.

You can choose between three different levels of Scope:

Global - can view tickets all across the helpdesk

Groups - can view tickets assigned to their group and tickets assigned to them

Restricted - can only view tickets assigned to them

Quick guide to changing an agent's ticket scope

Log into your helpdesk as an Admin.

Under General Settings, click on the Agents icon.

Click the Edit button next to the Agent whose privileges you want to modify.

Choose what level of access you want to provide - global, groups or restricted.